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  • Posted: Aug 4, 2022
    Deadline: Not specified
  • FairMoney is a digital platform in Nigeria that allows you access instant loans in a few minutes through our android app.
    Read more about this company


    Head of Collections


    • The Head of Collections is part of the operations & risk management and is an accountant for overseeing the operations and implementation/testing of FairMoneys Collections Strategies.
    • He/She will be required to analyse various collections-related metrics and work with other stakeholders to ensure continuous portfolio monitoring and performance management.
    • To manage Collection processes enabling the smooth execution of all processes to ensure maximum customer satisfaction is achieved and service levels are met or exceeded.
    • To lead teams to meet and exceed business objectives ensuring the consistent achievement of all financial and operational KPIs across the department.

    The objective of this Role

    • Maintain constant communication with management, staff, and vendors to ensure proper operations of the collections unit.
    • Develop, implement, and maintain quality assurance protocols.
    • Grow the efficiency of existing processes and procedures to enhance and sustain the organisation’s internal capacity.
    • Actively pursue strategic and operational objectives.
    • Ensure operational activities remain on time and within a defined budget.
    • Track staffing requirements, hiring new employees as needed.

    Roles and Responsibilities

    • Responsible for the management and development of the collections teams ensuring that each area within the department meets its KPIs and ensures compliance with all company policies and procedures
    • Ensure that robust collection procedures are in place with a specific focus on reducing overdue debt & improving cash receipts delivering a seamless end-to-end process for the customer
    • To lead and implement strategic initiatives linked to FairMoney corporate objectives in order to ensure continuous improvement and best practice
    • Responsible for ensuring that the headcount and departmental operating costs are within budget and that costs are well controlled.
    • Lead, motivate and organise personnel to adhere to FairMoney core values and deliver a high level of staff engagement
    • Work with other areas to ensure alignment of structure, process and procedure, sharing best practices and driving continuous improvement
    • Introduce/maintain high levels of process automation to reduce costs and increase the speed & timeliness of transactional processing
    • Ensure all staff are properly trained and have appropriate resources available to be successful in their roles
    • Instigate legal proceedings against delinquent debtors and ensure management of associated costs
    • Direct involvement in the recruitment, selection induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
    • Line management responsibility for Managers and Team Leads.
    • Undertake formal performance reviews and 1:1 meetings with direct reports against KPIs.
    • Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
    • Management of any campaign migration or new business implementation.
    • Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
    • Facilitate a culture of open and honest 2-way communication ensuring key messages are cascaded.
    • Ensure call monitoring is undertaken and reported monthly across representative samples of all transaction types and appropriate action is taken to correct any shortfall.
    • Management of any operations escalations relating to the Operational team’s performance.
    • Preparing, analyzing and presenting data to the Ops Head as part of weekly and monthly performance reviews.
    • Ensure forecasts and work schedules are accurately completed using relevant data information and scheduling tool.
    • Initiate the review of the collection strategy manual and queuing criteria on a quarterly basis or as business requires.
    • Initiate a review of the Collections Procedures Quarterly or as business requires.
    • Agency appointment and supervision. Coordinates the activities of the external agent which include but is not limited to engagement, a compilation of cases, a review of performance and periodic reports
    • Monitor and ensure that the external collectors adhere to the Code of Conduct. Ensure all customer payments are acknowledged by receipts and final discharge when resolved.


    • Bachelor's Degree in Finance, Accounting, or a related field.
    • 6 - 8 years experience as a collections manager.
    • Experience with accounting software.
    • The ability to work accurately and independently.
    • Good verbal and written communication skills.
    • Excellent analytical skills and an eye for detail.
    • Outstanding leadership and managerial skills.
    • Strong time and people management skills.
    • Ability to work to strict deadlines.


    • Private Health Insurance
    • Pension Plan
    • Training & Development
    • Performance Bonus

    Method of Application

    Interested and qualified? Go to FairMoney on to apply

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